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FAQs

General Queries

  • 1. Do you have a catalog?

    Currently, we do not have a catalog either in soft or hard copy. New products are being added regularly, almost on a daily basis while discontinued products are also being up-dated regularly making it not practical to have a catalog. Besides, with the product ranges and styles that we are carrying, the product catalog will be too big to download.

    However, if there is any particular product that you are interested in, please feel free to contact us and we will be happy to help you locate it.
    Contact Us: http://www.ipmart.com.my/main/myaccount_send_message.php
  • 2. Are these products in your website original?

    Yes, all are Original unless otherwise as specific.
    Please contact our Customer Relations should you required any further verification on this.
    http://www.ipmart.com.my/main/myaccount_send_message.php
  • 3. How to calculate the shipping cost?

    Shipping cost is calculated based on the weight and dimension of the product(s) including its packaging. The product shipping weight is always stated on our website page for your convenience. If there are any differences, it is due to shipping agents such as Nationwide, Poslaju (EMS), DHL, Fedex, who apply volume metric in calculation of parcel weight.

    Shipping charges are calculated based on the weight of the product(s) including packaging.

    - For Fedex, DHL, UPS, TNT, USPS (Express/Priority):
    Rates are charged for every 0.5 kg.
    Example:
    for package weight 0.35 kg, it will be rounded up to 0.5 kg.

    - For Poslaju mail (within Malaysia destination only)
    Rates are charged for every 1kg.
    Example:
    for package weight 0.65kg, it will be rounded up to 1kg

    - For normal airmail/airparcel:
    Rates are calculated for every 0.1kg (for the first 0.5 kg), thereafter will be charge at every 0.5 kg.
    Example:
    i. for package weight total of 0.3 kg, it will be calculated for every 0.1kg rate for 1st 0.5 kg
    ii. for package weight total of 1kg, the 1st 0.5kg will be charged for every 0.1kg, and thereafter charge at every 0.5 kg rate
  • 4. Can I collect the product/ package from your shop?

    Yes, but please complete your order online first together with the payment.
    Do a remarks on your order & you will be contacted for pickup once order is ready.
  • 5. How do I know iPmart latest news and promotions?

  • 6. Can I buy from iPmart without creating an account?

    No. You need to sign up an account with us to place your order. It is FREE.
    Here is the link: http://www.ipmart.com.my/main/myaccount_login.php
  • 7. What are the currencies that iPmart accept?

    Currently, we only accept Ringgit Malaysia and US Dollars. Ringgit Malaysia is used as the official currency for all calculations. Please be reminded to check on the conversion rates before making payment as the rates are updated on a regular basis.

General Queries

  • 1. Do you have a catalog?

    Currently, we do not have a catalog either in soft or hard copy. New products are being added regularly, almost on a daily basis while discontinued products are also being up-dated regularly making it not practical to have a catalog. Besides, with the product ranges and styles that we are carrying, the product catalog will be too big to download.

    However, if there is any particular product that you are interested in, please feel free to contact us and we will be happy to help you locate it.
    Contact Us: http://www.ipmart.com.my/main/myaccount_send_message.php
  • 2. Are these products in your website original?

    Yes, all are Original unless otherwise as specific.
    Please contact our Customer Relations should you required any further verification on this.
    http://www.ipmart.com.my/main/myaccount_send_message.php
  • 3. How to calculate the shipping cost?

    Shipping cost is calculated based on the weight and dimension of the product(s) including its packaging. The product shipping weight is always stated on our website page for your convenience. If there are any differences, it is due to shipping agents such as Nationwide, Poslaju (EMS), DHL, Fedex, who apply volume metric in calculation of parcel weight.

    Shipping charges are calculated based on the weight of the product(s) including packaging.

    - For Fedex, DHL, UPS, TNT, USPS (Express/Priority):
    Rates are charged for every 0.5 kg.
    Example:
    for package weight 0.35 kg, it will be rounded up to 0.5 kg.

    - For Poslaju mail (within Malaysia destination only)
    Rates are charged for every 1kg.
    Example:
    for package weight 0.65kg, it will be rounded up to 1kg

    - For normal airmail/airparcel:
    Rates are calculated for every 0.1kg (for the first 0.5 kg), thereafter will be charge at every 0.5 kg.
    Example:
    i. for package weight total of 0.3 kg, it will be calculated for every 0.1kg rate for 1st 0.5 kg
    ii. for package weight total of 1kg, the 1st 0.5kg will be charged for every 0.1kg, and thereafter charge at every 0.5 kg rate
  • 4. Can I collect the product/ package from your shop?

    Yes, but please complete your order online first together with the payment.
    Do a remarks on your order & you will be contacted for pickup once order is ready.
  • 5. How do I know iPmart latest news and promotions?

  • 6. Can I buy from iPmart without creating an account?

    No. You need to sign up an account with us to place your order. It is FREE.
    Here is the link: http://www.ipmart.com.my/main/myaccount_login.php
  • 7. What are the currencies that iPmart accept?

    Currently, we only accept Ringgit Malaysia and US Dollars. Ringgit Malaysia is used as the official currency for all calculations. Please be reminded to check on the conversion rates before making payment as the rates are updated on a regular basis.

Payment Queries

  • 1. What are the payment options/methods available?

    There are a few payment methods available for your convenience such as Credit Cards, Bank Transfer, PayPal, Cash on Delivery (COD):
    http://www.ipmart.com.my/main/page_payment_methods.php?paymentType=local

    For international customer, please refer to link below for available payment methods:
    http://www.ipmart.com.my/main/page_payment_methods.php?paymentType=international
     
  • 2. Do you accept debit card?

    Yes, we do accept Debit Card.
  • 3. Can I use a 3rd party credit card/Paypal account because I do not have one?

    You can use them ONLY if you are authorized by the original card/account owner to do so. You are advised to ensure that you will be able to provide us the verification documents if necessary, upon request.
  • 4. How secured is it to send payment by credit card or by paypal?

    If you made payment by credit card or by paypal, all your information are encrypted in Global Collect or Paypal system of which we have no access whatsoever to it.

    GlobalCollect (http://www.globalcollect.com) are committed to protecting your privacy as an internet user whenever you buy, or consider buying, products or services from iPmart. IPmart Network uses Global Collect facilities in connection with payment by you using a credit or debit card (or possibly some other form of payment over the internet). Global Collect recognises their responsibility to keep confidential at all times any information about you which they acquire in connection with such a transaction, whether directly from yourself or through IPmart Network. Global Collect is owned by The Royal Bank of Scotland Group plc. They protect your personal information on the Internet to an equivalent high standard to that which you would experience through any other channels of the bank, such as bank branches, cash machines or on the telephone.

    Paypal (http://www.paypal.com) is committed to handling your customer information with high standards of information security. Your credit card and bank account information are stored only in encrypted form on computers that are not connected to the Internet. They restrict access to your personally identifiable information to employees who need to know that information in order to provide products or services to you. They maintain physical, electronic and procedural safeguards that comply with federal regulations to guard your nonpublic personal information. They test our security systems regularly and also contract with outside companies to audit our security systems and processes.
  • 5. How many days are required for payment via Bank transfer Global Collect (GC) to be confirmed?

    GC requires a period of between 5 to 7 working days to process payment transactions.

    Please provide us a scan copy of the transaction slip or a screenshot on the transaction details if your payment is not confirmed after 5 days so that we can proceed to check it for you.
  • 6. Where can I check to know the amount to make my payment?

    To know how much you need to pay for your order purchases, login to your account and click on List My Orders and then click on the order number to find out how much you need to pay for the order
    (http://www.ipmart.com.my/main/myaccount_list_my_order.php)
  • 7. What are the currencies that iPmart accept?

    Currently, we only accept Ringgit Malaysia and US Dollars. Ringgit Malaysia is used as the official currency for all calculations.
  • 8. Can I make payment upon receiving my orders?

    Yes, but cash on delivery (COD) are applicable only to area listed below:
    • WP Kuala Lumpur
    • Selangor
    • Penang
    • Putrajaya
    • Johor Bahru

    We deliver every day at your chosen convenient time frame convenient between 8am to 9pm.
  • 9. What is my credit balance now?

    To check your latest credit balance statement, you can login to this link,
    http://www.ipmart.com.my/main/myaccount_view_credit_term_balance.php
  • 10. I have made my payment already but my orders still shows no incoming payment for it?

    If you have choose to make payment for your orders by Bank Transfer, Western Union or Money Gram, you are required to fill the payment form as details below to enable us to find your incoming payment.
    Bank transfer - http://www.ipmart.com.my/main/myaccount_select_payment_form.php

    Please provide us a scan copy of the transaction slip or a screenshot on the transaction details to expedite the payment process.
    http://www.ipmart.com.my/main/myaccount_send_message.php
  • 11. Why are payment verification documents required?

    Payment verification documents are required when there is uncertainty. This is a precautionary measure taken by us to prevent any unauthorized use of your credit card.

    You are advised to proceed with bank transfer if you are uncomfortable in providing the documents requested.
  • 12. How long does it take to refund money to my credit card account?

    Refunds, if any upon requests from you, will usually take about 7 to 15 working days from date of approval for refund, to reflect in your credit card account.

Payment Queries

  • 1. What are the payment options/methods available?

    There are a few payment methods available for your convenience such as Credit Cards, Bank Transfer, PayPal, Cash on Delivery (COD):
    http://www.ipmart.com.my/main/page_payment_methods.php?paymentType=local

    For international customer, please refer to link below for available payment methods:
    http://www.ipmart.com.my/main/page_payment_methods.php?paymentType=international
     
  • 2. Do you accept debit card?

    Yes, we do accept Debit Card.
  • 3. Can I use a 3rd party credit card/Paypal account because I do not have one?

    You can use them ONLY if you are authorized by the original card/account owner to do so. You are advised to ensure that you will be able to provide us the verification documents if necessary, upon request.
  • 4. How secured is it to send payment by credit card or by paypal?

    If you made payment by credit card or by paypal, all your information are encrypted in Global Collect or Paypal system of which we have no access whatsoever to it.

    GlobalCollect (http://www.globalcollect.com) are committed to protecting your privacy as an internet user whenever you buy, or consider buying, products or services from iPmart. IPmart Network uses Global Collect facilities in connection with payment by you using a credit or debit card (or possibly some other form of payment over the internet). Global Collect recognises their responsibility to keep confidential at all times any information about you which they acquire in connection with such a transaction, whether directly from yourself or through IPmart Network. Global Collect is owned by The Royal Bank of Scotland Group plc. They protect your personal information on the Internet to an equivalent high standard to that which you would experience through any other channels of the bank, such as bank branches, cash machines or on the telephone.

    Paypal (http://www.paypal.com) is committed to handling your customer information with high standards of information security. Your credit card and bank account information are stored only in encrypted form on computers that are not connected to the Internet. They restrict access to your personally identifiable information to employees who need to know that information in order to provide products or services to you. They maintain physical, electronic and procedural safeguards that comply with federal regulations to guard your nonpublic personal information. They test our security systems regularly and also contract with outside companies to audit our security systems and processes.
  • 5. How many days are required for payment via Bank transfer Global Collect (GC) to be confirmed?

    GC requires a period of between 5 to 7 working days to process payment transactions.

    Please provide us a scan copy of the transaction slip or a screenshot on the transaction details if your payment is not confirmed after 5 days so that we can proceed to check it for you.
  • 6. Where can I check to know the amount to make my payment?

    To know how much you need to pay for your order purchases, login to your account and click on List My Orders and then click on the order number to find out how much you need to pay for the order
    (http://www.ipmart.com.my/main/myaccount_list_my_order.php)
  • 7. What are the currencies that iPmart accept?

    Currently, we only accept Ringgit Malaysia and US Dollars. Ringgit Malaysia is used as the official currency for all calculations.
  • 8. Can I make payment upon receiving my orders?

    Yes, but cash on delivery (COD) are applicable only to area listed below:
    • WP Kuala Lumpur
    • Selangor
    • Penang
    • Putrajaya
    • Johor Bahru

    We deliver every day at your chosen convenient time frame convenient between 8am to 9pm.
  • 9. What is my credit balance now?

    To check your latest credit balance statement, you can login to this link,
    http://www.ipmart.com.my/main/myaccount_view_credit_term_balance.php
  • 10. I have made my payment already but my orders still shows no incoming payment for it?

    If you have choose to make payment for your orders by Bank Transfer, Western Union or Money Gram, you are required to fill the payment form as details below to enable us to find your incoming payment.
    Bank transfer - http://www.ipmart.com.my/main/myaccount_select_payment_form.php

    Please provide us a scan copy of the transaction slip or a screenshot on the transaction details to expedite the payment process.
    http://www.ipmart.com.my/main/myaccount_send_message.php
  • 11. Why are payment verification documents required?

    Payment verification documents are required when there is uncertainty. This is a precautionary measure taken by us to prevent any unauthorized use of your credit card.

    You are advised to proceed with bank transfer if you are uncomfortable in providing the documents requested.
  • 12. How long does it take to refund money to my credit card account?

    Refunds, if any upon requests from you, will usually take about 7 to 15 working days from date of approval for refund, to reflect in your credit card account.

Shipping Queries

  • 1. Can I have free shipping? Are all the items on Free Shipping?

    Free shipping is applicable for selected products. Items with the Free Shipping as show below have zero shipping costs regardless of item quantity or your location. We choose the shipping method best suited to the package size and shipping destination.

  • 2. What shipping agents are available and can I use my own shipping agent?

    You can choose from using Nationwide or Poslaju (EMS) to ship for your orders.
    Alternatively, you can choose to use your own courier account by informing the Customer Relations a valid shipping account with link below:
    http://www.ipmart.com.my/main/myaccount_send_message.php
  • 3. Will the package be delivered to my home/office address? Will I be notified by the courier?

    Yes. It will be delivered to address stated on your shipping details if you have provide a valid and updated contact number so that you could be within reach at all times. Failing to contact you, the courier will send i-Pmart notification to assist in contacting you.
  • 4. When will my order be shipped after confirmed?

    Estimated shipping time of the products is stated on the website. Unless otherwise specified differently for the shipping time of a particular product or a larger order, below is the normal estimated shipping time from our different branches
    • For orders shipped from Malaysia branches, generally the order will be shipped out within 1 to 4 working days.

    We will notify you by email as soon as we shipped your order. The estimated time of arrival depends on the shipping agents you choose.
  • 5. When would my package arrive?

    The total package delivery time for your order is the period of time from when your order is confirmed until the time you receive it. It is separated into two parts: the processing time and the shipping time.

    Processing time: Once your order is confirmed, the total processing time generally is 1 to 4 working days for items shipped from Malaysia.

    Processing time includes selecting items, quality control checks and packaging. Please note that large orders with multiple items may take longer to process and pack.

    Shipping time: This is the time from when the parcel leaves our warehouse until it arrives at your designated destination. Please refer to the guide as stated below on the shipping times for the various shipping agents.

    • Poslaju - 1 to 2 days
    • Nationwide - 1 to 2 days

    Example: If you purchase an item shipped from Malaysia and you choose to ship by Poslaju, this will be the estimated arrival time of your parcel.

    Total estimated delivery time
  • 6. My tracking number provided is not working

    The courier company might take up to 48 hours to update the tracking number into the tracking system. Please contact us again if you are still unable to track your order. http://www.ipmart.com.my/main/myaccount_send_message.php
  • 7. Damaged or Missing Items

    You are required to make a report to us on damaged or missing item(s) in your package within 24 hours upon receipt of the package. We will not entertain any complaints for damaged or missing items after the 24 hours time frame.

    Shipping services providers such as Poslaju (EMS), Nationwide, DHL, FEDEX , TNT and will only cover the value of the goods as declared on the shipping invoice if the package is missing or damaged by the shipping agent during the transporting of your goods.
  • 8. The courier service contacted me. My package is missing. Am I going to be refunded?

    We will need some time to investigate with the courier service provider and other relevant parties to check on the status of your shipment in order to ascertain that your package is really missing and the cause of it.
    Please give us sometimes and we will resolve it in for you.

Shipping Queries

  • 1. Can I have free shipping? Are all the items on Free Shipping?

    Free shipping is applicable for selected products. Items with the Free Shipping as show below have zero shipping costs regardless of item quantity or your location. We choose the shipping method best suited to the package size and shipping destination.

  • 2. What shipping agents are available and can I use my own shipping agent?

    You can choose from using Nationwide or Poslaju (EMS) to ship for your orders.
    Alternatively, you can choose to use your own courier account by informing the Customer Relations a valid shipping account with link below:
    http://www.ipmart.com.my/main/myaccount_send_message.php
  • 3. Will the package be delivered to my home/office address? Will I be notified by the courier?

    Yes. It will be delivered to address stated on your shipping details if you have provide a valid and updated contact number so that you could be within reach at all times. Failing to contact you, the courier will send i-Pmart notification to assist in contacting you.
  • 4. When will my order be shipped after confirmed?

    Estimated shipping time of the products is stated on the website. Unless otherwise specified differently for the shipping time of a particular product or a larger order, below is the normal estimated shipping time from our different branches
    • For orders shipped from Malaysia branches, generally the order will be shipped out within 1 to 4 working days.

    We will notify you by email as soon as we shipped your order. The estimated time of arrival depends on the shipping agents you choose.
  • 5. When would my package arrive?

    The total package delivery time for your order is the period of time from when your order is confirmed until the time you receive it. It is separated into two parts: the processing time and the shipping time.

    Processing time: Once your order is confirmed, the total processing time generally is 1 to 4 working days for items shipped from Malaysia.

    Processing time includes selecting items, quality control checks and packaging. Please note that large orders with multiple items may take longer to process and pack.

    Shipping time: This is the time from when the parcel leaves our warehouse until it arrives at your designated destination. Please refer to the guide as stated below on the shipping times for the various shipping agents.

    • Poslaju - 1 to 2 days
    • Nationwide - 1 to 2 days

    Example: If you purchase an item shipped from Malaysia and you choose to ship by Poslaju, this will be the estimated arrival time of your parcel.

    Total estimated delivery time
  • 6. My tracking number provided is not working

    The courier company might take up to 48 hours to update the tracking number into the tracking system. Please contact us again if you are still unable to track your order. http://www.ipmart.com.my/main/myaccount_send_message.php
  • 7. Damaged or Missing Items

    You are required to make a report to us on damaged or missing item(s) in your package within 24 hours upon receipt of the package. We will not entertain any complaints for damaged or missing items after the 24 hours time frame.

    Shipping services providers such as Poslaju (EMS), Nationwide, DHL, FEDEX , TNT and will only cover the value of the goods as declared on the shipping invoice if the package is missing or damaged by the shipping agent during the transporting of your goods.
  • 8. The courier service contacted me. My package is missing. Am I going to be refunded?

    We will need some time to investigate with the courier service provider and other relevant parties to check on the status of your shipment in order to ascertain that your package is really missing and the cause of it.
    Please give us sometimes and we will resolve it in for you.

Orders Queries

  • 1. I Want to Order Some Product

    Please click on this link here to guide you on how to buy from us. http://www.ipmart.com.my/main/page_how_to_order.php We only accept orders through online from our website and we do not accept orders by email, fax, or phone unless some special occasions. Please discuss with our customer service representative.
    You need to register with iPmart before placing orders from us.
    Any products added to your online cart remain there until you remove them, or check out and made payment for it
  • 2. How do I ask for an invoice?

    You can have your invoices printed directly after you have created your order. Should you need the invoices to be stamped, please contact our support team. http://www.ipmart.com.my/main/myaccount_send_message.php
  • 3. How can I add items for my order? How can I remove some item from my order?

    Please send us a message at this link here: http://www.ipmart.com.my/main/myaccount_send_message.php and provide us :
    - your order number
    - the product ID and
    - the quantity
    that you would like to add/remove from your order. And we will amend your order as requested.
  • 4. I want to change my address details/shipping courier/payment method.

    Yes, it is possible to change address details/shipping courier/payment method, and it is advisable to inform us before you proceed to make the payment for the order. Please send us a message at this link here: http://www.ipmart.com.my/main/myaccount_send_message.php
  • 5. Is it possible for me to cancel my order and get my refund?

    Order cancelation can be done for your order. Please refer to the Terms & Condition that applies for cancelation request, http://www.ipmart.com.my/main/page_order_cancellation.php
  • 6. Can I combine 2 of my orders together in one shipment? Can I separate my order to 2-3 packages?

    Yes, you can combine 2 orders for one single shipment. In some circumstance, this arrangement is not possible due to the permitted weight & dimension of the package shipment determined by the shipping agent. We will let you know if necessary.
    Yes, you can separate the order for more than 2 packages and you need to make the extra payment for the shipping cost for each package charges.
  • 7. What should I do immediately upon receiving my parcel?

    Before signing the delivery note, customers are advised to do the following:
    1. To check the package condition and the tracking number first to match with iPmart
    2. If the package show signs of external damages or looks like it has been tampered with, please open it in the presence of the postman or delivery personnel and check the products inside to ensure that the product are not damaged or missing.
    3. Any damages should be reported immediately and directly to the postman or delivery personnel. Take some clear pictures of the package and items you received and email to us within 24 hours upon receipt of the package.
    4. Customers are immediately advised to proceed to make the claim from the post office for the parcel.
    5. Customers always have the right to reject any packages that have been wrongly delivered to them.
  • 8. What should I do immediately upon receiving my parcel via Cash on Delivery (COD)?

    Before signing the delivery note, customers are advised to do the following:
    1. To check the package condition.
    2. If the package show signs of external damages or looks like it has been tampered with, please open it in the presence of the delivery personnel and check the products inside to ensure that the product are correct and not damaged or missing.
    3. You may reject the package, when you received a wrong product from us as described in the followings conditions:
      - Not the same color. - Not the same design.
      - Not the same functions. - Not the same models.
      - Damage /missing parts.
    4. Please email to us within 24 hours upon receipt of wrong item, damaged item or rejecting the package. We will not entertain to any complaint of missing, damaged or incorrect item after 24 hour on receiving the parcel.
  • 9. I received the damaged/missing items in my package. What is the procedure to return/policy of exchange?

    You are required to make a report to us on damaged or missing item(s) in your package within 24 hours upon receipt of the package. We will not entertain any complaints for damaged or missing items after the 24 hours time frame. Take note that you may also be required to provide us the photos or video files in order to enable us help you resolve the matter promptly. If the product is still within the warranty period, we will either request for return for the defective products and ship you the replacement or get it fixed by our technicians and/or suppliers.

    Shipping services providers such as DHL, FEDEX, UPS and USPS will only cover the value of the goods as declared on the shipping invoice if the package is missing or damaged by the shipping agent during the transporting of your goods

    Please kindly refer to the term and condition as below:
    - Damage or Declared Goods
    http://www.ipmart.com.my/main/page_terms_and_conditions.php#damagedeclaredgoods
    - Missing Item
    http://www.ipmart.com.my/main/page_terms_and_conditions.php#missingitem
    - Warranty Terms
    http://www.ipmart.com.my/main/page_terms_and_conditions.php#warranty
  • 10. I received the wrong product in my package. What should I do now?

    iPmart offered 100% Money Back Guarantee when you received a wrong product from us, for more details please kindly refer to the following link:
    http://www.ipmart.com.my/main/myaccount_about_money_back.php
  • 11. Can I exchange my item with the correct one because I buy the wrong model?

    Yes, you may exchange the item. You will be required first to return the item to us (Product exchange acceptance may depend on the product availability). You will need to bear the cost of the price difference for the exchanged item, the return and also reshipping cost. As for the returned product, we will also charge you the 30% restocking fee, as the item are no longer acceptable for return to our suppliers/vendors.
  • 12. Can I return the product if I am not satisfied?

    We believe that in order to have the best possible online shopping experience, our customers should be able to make a choice to return a product for whatever reason they are not happy with the purchases. All we ask is that you send the items back to us in the original packaging and in the state you received them with it original packing intact and in un-use condition. Please read the guide here on how to return a product to us: http://www.ipmart.com.my/main/page_terms_and_conditions.php#returnitem

Orders Queries

  • 1. I Want to Order Some Product

    Please click on this link here to guide you on how to buy from us. http://www.ipmart.com.my/main/page_how_to_order.php We only accept orders through online from our website and we do not accept orders by email, fax, or phone unless some special occasions. Please discuss with our customer service representative.
    You need to register with iPmart before placing orders from us.
    Any products added to your online cart remain there until you remove them, or check out and made payment for it
  • 2. How do I ask for an invoice?

    You can have your invoices printed directly after you have created your order. Should you need the invoices to be stamped, please contact our support team. http://www.ipmart.com.my/main/myaccount_send_message.php
  • 3. How can I add items for my order? How can I remove some item from my order?

    Please send us a message at this link here: http://www.ipmart.com.my/main/myaccount_send_message.php and provide us :
    - your order number
    - the product ID and
    - the quantity
    that you would like to add/remove from your order. And we will amend your order as requested.
  • 4. I want to change my address details/shipping courier/payment method.

    Yes, it is possible to change address details/shipping courier/payment method, and it is advisable to inform us before you proceed to make the payment for the order. Please send us a message at this link here: http://www.ipmart.com.my/main/myaccount_send_message.php
  • 5. Is it possible for me to cancel my order and get my refund?

    Order cancelation can be done for your order. Please refer to the Terms & Condition that applies for cancelation request, http://www.ipmart.com.my/main/page_order_cancellation.php
  • 6. Can I combine 2 of my orders together in one shipment? Can I separate my order to 2-3 packages?

    Yes, you can combine 2 orders for one single shipment. In some circumstance, this arrangement is not possible due to the permitted weight & dimension of the package shipment determined by the shipping agent. We will let you know if necessary.
    Yes, you can separate the order for more than 2 packages and you need to make the extra payment for the shipping cost for each package charges.
  • 7. What should I do immediately upon receiving my parcel?

    Before signing the delivery note, customers are advised to do the following:
    1. To check the package condition and the tracking number first to match with iPmart
    2. If the package show signs of external damages or looks like it has been tampered with, please open it in the presence of the postman or delivery personnel and check the products inside to ensure that the product are not damaged or missing.
    3. Any damages should be reported immediately and directly to the postman or delivery personnel. Take some clear pictures of the package and items you received and email to us within 24 hours upon receipt of the package.
    4. Customers are immediately advised to proceed to make the claim from the post office for the parcel.
    5. Customers always have the right to reject any packages that have been wrongly delivered to them.
  • 8. What should I do immediately upon receiving my parcel via Cash on Delivery (COD)?

    Before signing the delivery note, customers are advised to do the following:
    1. To check the package condition.
    2. If the package show signs of external damages or looks like it has been tampered with, please open it in the presence of the delivery personnel and check the products inside to ensure that the product are correct and not damaged or missing.
    3. You may reject the package, when you received a wrong product from us as described in the followings conditions:
      - Not the same color. - Not the same design.
      - Not the same functions. - Not the same models.
      - Damage /missing parts.
    4. Please email to us within 24 hours upon receipt of wrong item, damaged item or rejecting the package. We will not entertain to any complaint of missing, damaged or incorrect item after 24 hour on receiving the parcel.
  • 9. I received the damaged/missing items in my package. What is the procedure to return/policy of exchange?

    You are required to make a report to us on damaged or missing item(s) in your package within 24 hours upon receipt of the package. We will not entertain any complaints for damaged or missing items after the 24 hours time frame. Take note that you may also be required to provide us the photos or video files in order to enable us help you resolve the matter promptly. If the product is still within the warranty period, we will either request for return for the defective products and ship you the replacement or get it fixed by our technicians and/or suppliers.

    Shipping services providers such as DHL, FEDEX, UPS and USPS will only cover the value of the goods as declared on the shipping invoice if the package is missing or damaged by the shipping agent during the transporting of your goods

    Please kindly refer to the term and condition as below:
    - Damage or Declared Goods
    http://www.ipmart.com.my/main/page_terms_and_conditions.php#damagedeclaredgoods
    - Missing Item
    http://www.ipmart.com.my/main/page_terms_and_conditions.php#missingitem
    - Warranty Terms
    http://www.ipmart.com.my/main/page_terms_and_conditions.php#warranty
  • 10. I received the wrong product in my package. What should I do now?

    iPmart offered 100% Money Back Guarantee when you received a wrong product from us, for more details please kindly refer to the following link:
    http://www.ipmart.com.my/main/myaccount_about_money_back.php
  • 11. Can I exchange my item with the correct one because I buy the wrong model?

    Yes, you may exchange the item. You will be required first to return the item to us (Product exchange acceptance may depend on the product availability). You will need to bear the cost of the price difference for the exchanged item, the return and also reshipping cost. As for the returned product, we will also charge you the 30% restocking fee, as the item are no longer acceptable for return to our suppliers/vendors.
  • 12. Can I return the product if I am not satisfied?

    We believe that in order to have the best possible online shopping experience, our customers should be able to make a choice to return a product for whatever reason they are not happy with the purchases. All we ask is that you send the items back to us in the original packaging and in the state you received them with it original packing intact and in un-use condition. Please read the guide here on how to return a product to us: http://www.ipmart.com.my/main/page_terms_and_conditions.php#returnitem
Our customer service hours of operation (GMT +08:00)
Monday to Friday from 9:30AM to 6PM
We are closed on Malaysia public holidays

Customer Careline: +603-2787 7877
Email: customercare@ipmart.com.my
                                   
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